VIP Travel Concierge & Luxury Reservations Lead

Miraval Resorts & Spas; Lenox (MA); On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

World class resort

Fortune’s 100 best companies to work -

Unlimited fitness center access

Tuition or wellbeing reimbursement

Free golf

Employee discounts on spa services and

Discounted Hyatt rates

Flexible schedules

Job summary

Miraval Berkshires Resort and Spa is seeking a Senior Travel Advisor Support Specialist to optimize revenue from leisure and partnership sales while elevating service for travel advisor accounts and VIP clientele. This role acts as a senior point of contact for travel advisors, consortia partners, and VIPs, coordinating pre-arrival planning, VIP amenities, and complex bookings across Miraval properties.

The position requires two in-office days weekly and requires experience with travel advisor

Qualifications

• Minimum of 2 years of high-end sales and customer service experience, preferably in a call center, reservations, or hospitality environment (senior-level experience preferred).
• Experience working with travel advisors, consortia, and luxury or VIP clientele strongly preferred.
• Advanced technology proficiency with thorough working knowledge of Word, Excel, GDS systems, reservations software, and booking platforms
• Positive demeanor and productive communication skills with both internal and external clients
• Exceptional verbal, written, and electronic communication skills with the ability to clearly articulate resort offerings and experiences
• Strong time management, organizational, and detail-oriented skills
• Professional demeanor with the ability to manage multiple priorities in a fast-paced environment
• Must be flexible and able to work weekdays, weekends, mid shifts, nights, and holidays as business demands require
• Prior administrative, reservations, or hospitality experience or training required. Luxury or wellness hospitality experience preferred.

Responsibilities

• Supports the Reservations Department by managing travel advisor requests for quotes and reservations across all Miraval properties while meeting a monthly personal revenue goal.
• Optimizes conversion rates through timely follow-up, personalized service, and high-touch engagement with travel advisors and VIP clients.
• Manage a shared email inbox for travel advisor requests with a focus on accuracy and timely responses.
• Serves as a senior point of contact for travel advisors, consortia partners, and VIP clientele, building strong and lasting relationships.
• Coordinates all pre-arrival planning for travel advisor clients, including experience planning, transportation, and special requests to ensure reservations are fully prepared prior to arrival.
• Tracks VIP arrivals and coordinates upgrades, amenities, and special requests while sending arrival alerts to operations teams.
• Prepare weekly amenities for arriving VIP guests, including personalized notes and coordination for in-room delivery.
• Manage American Express Fine Hotels & Resorts reservations, including integration from external booking portals, confirmation communication, and pre-arrival coordination.
• Assist with travel advisor escalations and complex booking scenarios as they arise.
• Collaborates with internal departments to ensure seamless guest experiences and accurate execution of all reservation details.
• Maintain a strong understanding of Miraval offerings, including spa, wellness activities, and programming, to align guest preferences with curated experiences.
• Help organize and execute FAM trips, including managing reservations, coordinating itineraries, scheduling site tours, and overseeing all logistical details.
• Responsible for handling travel advisor personal stays including approvals, reservations, site alerts, and conducting site tours on property.
• Maintains positive, productive communication with all departments to ensure accuracy and attention to detail
• Provides operational support during high-volume periods, including handling calls, chats, and additional responsibilities as needed
• Supports leadership with special projects, reporting, and process improvements.
• Maintains excellent professional appearance, communication skills, and a positive team presence
• Shadow Leisure Sales Manager at maximum two times per year on local sales calls
• Uses Onyx to audit weekly commission and prepares a cross-check report to be sent to the DOF/ADOF. Also responds to all commission inquiries and provide payment details to the agencies. Prepares group commission detail and submits manual check requires as needed.
• Oversees the training and onboarding of new Reservations Agents, ensuring proficiency in Travel Advisor reservation processes.

Skills

Sales experience

Customer service

Communication

Time management

Multitasking

Hospitality knowledge

Tools

Word

Excel

GDS systems

Reservations software

Booking platforms

Job description

Miraval Berkshires Resort and Spa is seeking a Senior Travel Advisor Support Specialist to optimize revenue from leisure and partnership sales while elevating service for travel advisor accounts and VIP clientele. This role acts as a senior point of contact for travel advisors, consortia partners, and VIPs, coordinating pre-arrival planning, VIP amenities, and complex bookings across Miraval properties.

The position requires two in-office days weekly and requires experience with travel advisor